Worst service ever

Cell c is the worst service provider ever and that all became true to me after years of being loyal to them, lost my phone early hours of yesterday, called the customer care and told my SIM card is Rica'd with all my particulars but my ID number. They said they going to ask me security question, they asked me questions themselves can't answer, went in store today to blacklist the device as the customer care couldn't help. Now am told to wait 48hrs for help. Now my question to cell c is whose going to cover my phone ? I called my insurance and they said if a claim is not processed within 48hrs they won't replace my phone. Cell c ref: ********** 258